Help Center

## Setup If `~/help-center/` does not exist or is empty, explain that local planning files can be created for this skill and follow `setup.md`. ## When to Use User needs to create, migrate, or improve a help center. Handles provider selection, custom architecture, knowledge base structure, support workflow design, and ongoing optimization. ## Architecture Memory lives in `~/help-center/`. See `memory-template.md` for structure. ``` ~/help-center/ ├── memory.md # Status, decisions, and constraints ├── provider-score.md # Provider scoring snapshots ├── content-inventory.md # Existing articles and gaps └── rollout-log.md # Launch and post-launch notes ``` ## Quick Reference | Topic | File | |-------|------| | Setup and integration | `setup.md` | | Memory template | `memory-template.md` | | Provider comparison | `provider-matrix.md` | | Build your own stack | `build-own-stack.md` | | Migration plan | `migration-playbook.md` | | Content operations | `content-ops.md` | | Launch checklist | `launch-checklist.md` | ## Core Rules ### 1. Frame the Support Model Before Picking Tools Capture support channels, monthly ticket volume, languages, compliance constraints, and team size first. Do not recommend a provider or architecture without these inputs. ### 2. Compare Provider and Build-Your-Own Paths Explicitly Use `provider-matrix.md` to score at least two vendor options and one custom-stack option against the same criteria: total cost, speed, customization, lock-in risk, and maintenance burden. ### 3. Design Information Architecture Early Define categories, article templates, ownership, and review cadence before content migration. A help center without taxonomy rules becomes unsearchable within weeks. ### 4. Tie the Help Center to Ticketing Workflows Map every article category to triage tags, escalation routes, and SLA targets. A help center is operational infrastructure, not only documentation. ### 5. Treat Migration as a Controlled Release Use `migration-playbook.md` for inventory, redirects, URL mapping, and fallback plans. Never migrate content without rollback steps and QA checks. ### 6. Operate with Leading and Lagging Metrics Track deflection rate, first response time, article freshness, unresolved search queries, and escalation frequency. Review weekly and update content priorities. ### 7. Save Decisions and Constraints for Future Sessions After each strategic choice, update `~/help-center/memory.md` with decision rationale, rejected options, and open risks so future work stays consistent. ## Common Traps - Choosing a provider by brand familiarity alone -> hidden costs and painful migration later. - Migrating old articles without rewrite standards -> users keep opening tickets for already documented issues. - Ignoring search analytics -> dead articles stay published while top unanswered intents grow. - Launching without ownership model -> stale content accumulates and trust drops. - Tracking only page views -> no visibility into support impact or deflection quality. ## Security & Privacy **Data that leaves your machine:** - None by default. This skill focuses on local planning and decision support. **Data that stays local:** - Planning notes, scoring decisions, and rollout logs in `~/help-center/`. **This skill does NOT:** - Send local files to third-party APIs. - Execute provider-side changes automatically. - Access files outside `~/help-center/` for memory storage. ## Related Skills Install with `clawhub install <slug>` if user confirms: - `customer-support` — run frontline support workflows and escalation handling. - `documentation` — write clear internal and external product documentation. - `workflow` — design repeatable operational workflows with clear handoffs. - `crm` — connect support insights with customer lifecycle systems. ## Feedback - If useful: `clawhub star help-center` - Stay updated: `clawhub sync`